Job Description

In accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position. Reporting to the Regional Director, Patient Care Quality Office (PCQO), and working closely with the PCQO Regional Manager and PCQO Liaisons, the PCQO Intake Coordinator supports Vancouver Coastal Health (VCH) in its focus on establishing and maintaining effective relationships with our patients/clients/residents. The Intake Coordinator receives all incoming complaints, concerns, inquiries and compliments both internal and external stakeholders to VCH and determines the type and urgency of complaint/inquiry received. Will review and perform initial resolve, or may re-direct more complex complaints/concerns to a PCQO Liaison for follow up. The Intake Coordinator maintains the department’s system for tracking, analyzing and reporting client feedback activities in the BC Patient Safety & Learning System (PSLS). Provides analytics support to the Regional Manager, Regional Director and PCQO Liaisons in the tracking, management, resolution and education of patient/client/resident issues. This role works closely with all members of the PCQO team, VCH Executive Office, Quality & Patient Safety, Risk Management, and Communications and Public Affairs, referring to them all client feedback issues with the potential for liability or other risks to VCH.

Please note that this position is full time in-office. QUALIFICATIONS:Bachelor's degree in a relevant human services discipline, plus three to five (3 to 5) years of recent, related public and client relations experience preferably in a health care setting, or an equivalent combination of education, training and experience. ROLE SPECIFIC EXPERTISE:• Demonstrated ability to deal effectively with the public and staff in a courteous, tactful and diplomatic manner.• A high degree of discretion and maturity in handling confidential information in sensitive and potentially emotionally charged situations.• Decision-making ability to appropriately triage all incoming complaints and inquiries from patients, families and staff.• Demonstrated understanding of complaints management, the BC Patient Safety & Learning System (PSLS), quality improvement and clinical/medical terminology.• Good working knowledge of software applications, including Word, PowerPoint and Excel.• Demonstrated ability to work under pressure and meet deadlines. • Demonstrated ability to function independently and organize work effectively.• Physical ability to perform the duties of the position.SHARED VALUES:You care for everyone:• You’re compassionate, empathetic, and sensitive to the needs of others.• You are respectful, treating people as equals, and valuing others’ perspectives and differences.• You are appreciative of others’ efforts and give them praise when it’s due.You are always learning:• You are open minded, always receptive to different perspectives and ways of doing things.• You are curious and ask questions to find a deeper understanding.• You share your expertise and mentor others by sharing your knowledge and experience.You strive for better results:• You are accountable, and take responsibility for what you say, what you do, and who you engage in achieving better results.• You’re a solution finder, empowered to solve the challenges we face in healthcare.• You take ownership for growth and development and personal development, always seek feedback and opportunities to improve how we do things.

Details

At Vancouver Coastal Health, our vision of healthy lives in healthy communities inspires us and our values and pillars guide us. We support equitable practices, diverse teams and inclusive environments, which are vital to creating welcoming spaces where everyone can bring their whole selves to work and feel supported. We encourage applications from equity-deserving communities, including Indigenous Peoples and members of racialized groups, people with disabilities and people of all gender identities and expressions and sexual orientation.Vancouver Coastal Health is proud to be recognized as one of BC’s Top Employers, Canada’s Best Diversity Employers and Canada's Top Employers for Young People in 2025.Unless otherwise noted on the posting, internal job postings close at 8:00 AM Pacific Time on the listed Closing Date. Please submit your digital application via the Internal Career Portal prior to the Closing Date & Time.Nursing & LPN successful applicants will be notified by email.We regret that only short listed candidates will be acknowledged.This is an internal job posting for Vancouver Coastal Health employees only.